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steve forbes and the coo of auto nation. all right bill, it's a matter of, you say, internal and external things. let's begin with some of the internal points. > > when you think about the internal, you've got to think of leadership right away. the owner's leadership job is to make the environment possible for success for his employees. in other words, if he is making goals or making objectives, he or she has really got to make sure they have the tools and the training to make those goals achievable. the other thing that is important in this is that processes operate the business, and it's the people who operate the processes. and why that is important is because over time - six months, a year - the market changes, your customer demands change, your business changes; and you have to have processes and procedures that keep up with that change, so they have to be constantly updated, worked on, and reviewed. > another key point you talk about is keeping the motivation level high for your employees. let's talk about some of the external things that you're talking about. > > i thi
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